Foundations of service level management

Rick Sturm, Wayne Morris, Mary Jander

272 pages, parution le 01/04/2000

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Résumé

Service level management can be the key to customer satisfaction for any service provider, including ASPs, ISPs, Telcos, and IT organizations. Unfortunately, there bas been a lack of information and advice about implementing service level management and Service Level Agreements (SLAs), at least until now. Foundations of Service Level Management solves that problem by providing the following clear, concise solutions to use with service level management:

Practical tips, cautions, and notes of interest to help you take advantage of the experiences of the authors and others who have implemented service level management
Templates for building effective Service Level Agreements
Guidelines to shorten the process of negotiating SLAs
Advice on developing service level management disciplines within your organization
Sample business justifications supporting service level management investments
A comprehensive list of products that can be used for service level management

Additionally, this book can save managers time and money, as well as help them avoid the frustration of attempting to "reinvent the wheel- for service level management.

Rick Sturm has over 25 years of experience in the computer industry. He is president of Enterprise Management Associates, a leading industry analyst firm that provides strategic and tactical advice on the issues of managing computing and communications environments and the delivery of those services. He was co-chair of the IETF Working Group that developed the SNMP MIB for managing applications, and was a founder of the OpenView Forum. Rick also is a columnist for Internet Week, has published numerous articles in other leading trade publications, and is a frequent speaker at industry events.

Wayne Morris has over 20 years of experience in the computer industry. He is the vice president of corporate marketing and a company officer of BMC Software, the leading supplier of application service assurance solutions. He bas held a variety of technical, support, sales, marketing, and executive management positions in several companies in Australia and the United States.

Mary Jander has spent 15 years tracking information technology. She is presently a senior analyst with Enterprise Management Associates. Prior to that, she was with Data Communications magazine, where she covered network and systems management.

L'auteur - Rick Sturm

Rick Sturm has over 25 years of experience in the computer industry. He is president of Enterprise Management Associates, a leading industry analyst firm that provides strategic and tactical advice on the issues of managing computing and communications environments and the delivery of those services. He was co-chair of the IETF Working Group that developed the SNMP MIB for managing applications, and was a founder of the OpenView Forum. Rick also is a columnist for Internet Week, has published numerous articles in other leading trade publications, and is a frequent speaker at industry events.

L'auteur - Wayne Morris

Wayne Morris has over 20 years of experience in the computer industry. He is the vice president of corporate marketing and a company officer of BMC Software, the leading supplier of application service assurance solutions. He bas held a variety of technical, support, sales, marketing, and executive management positions in several companies in Australia and the United States.

L'auteur - Mary Jander

Mary Jander has spent 15 years tracking information technology. She is presently a senior analyst with Enterprise Management Associates. Prior to that, she was with Data Communications magazine, where she covered network and systems management.

Caractéristiques techniques

	PAPIER
Éditeur(s)	Sams
Auteur(s)	Rick Sturm, Wayne Morris, Mary Jander
Parution	01/04/2000
Nb. de pages	272
Format	15 x 23
Couverture	Broché
Poids	400g
Intérieur	Noir et Blanc
EAN13	9780672317439
ISBN13	978-0-672-31743-9